Actionable trust in service organizations: A multi-dimensional perspective

Ben-Gal Hila Chalutz, Simon Landau Dolan, Shay Tzafrir

Producció científica: Article en revista indexadaArticleAvaluat per experts

8 Cites (Scopus)

Resum

The paper explores attitudinal and behavioral antecedents of trust and respective outcomes within the service industry at multiple levels of analysis. Method. Data were obtained from academic and administrative service providers (n = 76) and clients (n = 868) using paper-and-pencil and on-line questionnaires. Findings. Individual, dyadic and organizational factors throughout service delivery affect trust as a behavior. Value fit between service providers and clients contributed to trust as a behavioral action. Implications. Our findings confirm that success of service delivery is a multi-dimensional phenomenon. It confirms that actionable trust is a dominant factor in service success, thus calls for the need to pay attention to the relational aspect of service encounters. Finally, value fit between clients and service providers is crucial in achieving trust throughout the service interaction. Originality. The study provides a management tool for measuring action based trust within service organizational context.
Títol traduït de la contribucióLa confianza como acción en las empresas de servicios: perspectiva multidimensional
Idioma originalAnglès
Pàgines (de-a)31-39
RevistaRevista de Psicología del Trabajo y de las Organizaciones = Journal of Work and Organizational Psychology
Volum31
DOIs
Estat de la publicacióPublicada - 10 d’abr. 2015

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